As we look ahead to 2025, it’s clear that the next era of customer experience (CX) will be defined by how well businesses integrate artificial intelligence (AI) into every customer touchpoint.
This is not merely a technological shift — it is a strategic imperative. Companies that wish to thrive will need to deliver seamless, personalized, and contextually aware interactions powered by AI. Those who fail to rise to this challenge will fall behind.
From where we stand today, AI’s influence is everywhere. But by 2025, we will see its potential fully realized across customer experience strategies. To maintain a competitive edge, it’s essential to think not just about AI deployment, but about an AI experience strategy that transforms how companies engage with customers across all channels.
1. The Imperative of an AI Experience Strategy
Right now, many organizations have piecemeal AI deployments scattered across various touchpoints — some AI tools in service, a chatbot on the website, or automated email responses. The issue with this fragmented approach is that it leads to disjointed customer journeys. Customers experience gaps, misunderstandings, or repetitive interactions as they move from one channel to the next.
By 2025, we’ll see forward-thinking companies develop comprehensive AI experience strategies. Seventy-three percent of US companies have already adopted AI in at least some areas of their business, according to PwC. These strategies will unify data, provide real-time personalization, and create a seamless flow of information between channels. When AI is deployed cohesively, it provides consistency across interactions. This isn’t just about automation — it’s about using AI to deliver true value by understanding each customer and delivering relevant, timely support at the point-of-experience.
To succeed, companies will need to prioritize solutions that integrate customer data across platforms and touchpoints, ensuring that AI-driven insights are readily available to personalize interactions. According to McKinsey, personalization can drive revenue growth by 10% to 30%, underscoring its significance in CX strategies.
2. Omnichannel Support Becomes the Standard
In today’s fast-paced, multi-device world, customers no longer want to explain their issues or preferences twice. Whether they reach out via phone, chat, email, or social media, they expect consistent, personalized support. The days of treating different channels as siloed are over — omnichannel support will be the industry standard by 2025.
Zendesk found that 50% of high-performing companies had adopted omnichannel support, compared to 18% of low-performing businesses. AI and integrated systems will power this connected evolution. AI agents will allow customers to switch between channels without losing context, and human agents will have access to a complete view of the customer’s journey across interactions. This comprehensive approach ensures that every conversation starts with the customer’s history and preferences at hand, allowing for faster, more personalized resolutions.
Companies that embrace omnichannel AI will see significant improvements in customer satisfaction (CSAT), as they will be able to provide the seamless, frictionless experiences that modern customers expect. In contrast, those clinging to outdated, fragmented support systems will suffer from increased customer churn and higher service costs.
3. The Rise of AI Agents as Copilots and Orchestrators
Today, AI agents are often limited to basic chatbot functions — answering FAQs or routing inquiries. But by 2025, they will evolve into sophisticated assistants that not only interact with customers but also augment human agents and orchestrate workflows.
AI agents will play a dual role as both copilots and orchestrators. As copilots, they’ll provide real-time contextual information to human agents, helping them resolve issues faster and with greater accuracy. As orchestrators, they’ll automate routine tasks and manage the flow of information between systems, allowing human agents to focus on higher-value interactions.
The impact of AI on business processes is already being felt: 83% of decision-makers at service organizations are increasing their AI investments. This shift will not only reduce operational costs but also improve the efficiency and effectiveness of human agents. By streamlining processes and providing instant access to critical information, AI copilots will empower agents to deliver better customer experiences without increasing workloads.
The future of customer service will be defined by the synergy between AI and human agents — a partnership that drives efficiency, enhances personalization, and delivers results at scale.
Relevant Reading: Use All of Your Data to Improve CX with Coveo & Salesforce Data Cloud
4. The Resurgence of Knowledge Management and Content Strategy
In 2025, the success of AI-powered service solutions will rely heavily on the quality and accessibility of knowledge content. While AI can deliver remarkable improvements in service, its effectiveness is tied directly to the information it has access to. Without a well-curated, easily accessible knowledge base, even the most advanced AI will struggle to deliver relevant, accurate responses.
Knowledge management and content strategy are undergoing a resurgence, with companies investing heavily to ensure that their AI systems are equipped with up-to-date, accurate, and retrievable information. This focus on knowledge will be especially important as companies scale their AI-powered self-service and agent-assisted support systems.
McKinsey suggests that organizations with effective knowledge-sharing mechanisms are 3 times more likely to be innovation leaders than their peers. By investing in a robust content strategy, companies will enable their AI systems to deliver more personalized, relevant answers to customers’ inquiries. This will lead to increased customer satisfaction, reduced support costs, and more empowered agents who can focus on solving complex issues rather than searching for information.
Relevant Reading: What’s Your Company’s Knowledge Management Maturity Level?
5. Self-Service Powered by AI Delivers Measurable ROI
Self-service has come a long way in the past decade, but by 2025, it will be a primary driver of ROI in customer service. Powered by AI, self-service will enable customers to resolve issues on their own with ease, deflecting cases from human agents and reducing operational costs.
The demand for self-service is already clear: 70% of customers expect a company’s website to include a self-service application. AI-driven self-service solutions will go beyond simple FAQs, offering personalized, dynamic content based on the customer’s history and behavior. These systems will continuously learn and adapt, providing more accurate and relevant answers over time. Customers will increasingly prefer these self-service options because they offer immediate solutions without the need to wait for human intervention.
For businesses, the benefits are clear: reduced workload for human agents, lower operational costs, and improved customer satisfaction. In fact, as AI-powered self-service becomes more effective, companies will see measurable ROI through case deflection, reduced resolution times, and higher customer retention. For example, SAP Concur reduced case volumes by 30% using Coveo’s Relevance Generative Answering.
Embracing the Future of CX with AI
As we approach 2025, the companies that win in customer experience will be those that embrace AI not just as a tool, but as a strategic enabler. From unifying data across platforms to delivering personalized, omnichannel support, AI will be at the heart of every successful CX strategy.
The rise of AI agents as copilots and orchestrators will redefine the way companies interact with their customers, blending human expertise with machine-driven efficiency. Meanwhile, the renewed focus on knowledge management will ensure that AI systems are equipped to deliver the most relevant, accurate information.
Most importantly, the expansion of AI-powered self-service will give customers the tools they need to resolve issues on their own, driving measurable ROI and reducing the burden on human agents.
At its core, the future of customer experience is about delivering what customers want — seamless, personalized, and efficient interactions — through the power of AI. And as we move into this future, the companies that invest in comprehensive AI experience strategies today will be the ones that thrive tomorrow.
2025 will mark the beginning of a new era in customer experience — one where AI is not just a part of the strategy but the driving force behind every customer interaction.
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